Front Office Manager

About the role

We are seeking an experienced Front Office Manager to join the team at Sarin Hotels in Wellington. This is a full-time position that plays a crucial role in delivering exceptional guest experiences and ensuring the smooth operation of our front office department. As Front Office Manager, you will be responsible for overseeing all aspects of guest arrival, departure, and during-stay services, whilst leading and motivating a team of dedicated front office staff. This position is integral to maintaining our reputation for outstanding hospitality and guest satisfaction.

Key responsibilities

• Oversee daily front office operations, including check-ins, check-outs, and guest inquiries to ensure seamless service delivery
• Manage and supervise front office staff, providing direction, training, and performance feedback to maintain high service standards
• Handle guest concerns and complaints with professionalism and efficiency, resolving issues to ensure guest satisfaction and retention
• Manage room inventory, rate management, and occupancy forecasting to optimise revenue and operational efficiency
• Monitor and maintain front office systems and technology, ensuring accurate guest data management and billing procedures
• Coordinate with other departments, including housekeeping, maintenance, and management, to ensure seamless guest experiences
• Implement and enforce front office policies and procedures to ensure consistency and compliance with company standards
• Conduct regular staff meetings and training sessions to enhance team knowledge and service delivery
• Prepare and analyse reports on occupancy, revenue, and operational metrics to inform strategic decisions
• Manage the front office budget and control expenses whilst maintaining service quality

About you

• Minimum 3-5 years' experience in a front office management role within the hospitality industry
• Proven track record of successfully managing and motivating front office teams
• Strong knowledge of hotel management systems and booking platforms
• Excellent communication and interpersonal skills with the ability to build positive relationships with guests and staff
• Outstanding customer service orientation with a commitment to delivering exceptional guest experiences
• Proficiency in Microsoft Office applications and hotel property management systems (Experience with hotel property management systems such as Opera Cloud, Opera PMS, PEP, ONQ, RMS, SynXis, SiteMinder, or similar platforms will be advantageous)
• Strong problem-solving abilities and decision-making skills under pressure
• Flexible approach to working hours, including evenings, weekends, and public holidays as required
• Excellent organisational and time management skills
• Knowledge of health and safety regulations and commitment to maintaining safe working practices
• Preferred: Experience in a New Zealand hotel environment and familiarity with local hospitality standards. Candidates with experience working within recognised hotel brands will be highly regarded, including: Accor, IHG, Marriott, Hilton, Wyndham, EVT / Rydges, Millennium Hotels & Resorts, and other internationally or nationally recognised hotel brands

About us

Sarin Hotels is a leading hospitality provider dedicated to delivering exceptional guest experiences across our portfolio of properties. We pride ourselves on our commitment to customer service excellence, innovation, and creating welcoming environments where guests feel valued and cared for. Our mission is to provide outstanding accommodation and hospitality services that exceed guest expectations, whilst fostering a positive workplace culture for our team members. We are passionate about hospitality and committed to continuous improvement and development within our organisation.

What we offer

We are committed to creating a supportive and rewarding work environment for our team members. We offer competitive remuneration, opportunities for professional development and career advancement within our hospitality group. We provide access to ongoing training programmes to enhance your management and technical skills, and we foster a collaborative workplace culture where your contributions are valued and recognised. We also offer flexible working arrangements where possible and staff discounts on accommodation and dining facilities at our hotels. Your wellbeing is important to us, and we encourage open dialogue about any support or adjustments you may require to succeed in this role.

Apply now

If you are an experienced Front Office Manager with a passion for hospitality and guest service excellence, we would like to hear from you. Please submit your CV and a cover letter detailing your relevant experience and why you are interested in joining Sarin Hotels. We look forward to hearing from you.

Only applicants with the legal right to work in New Zealand will be considered.